Sunil Panikker
Sunil Panikker
Sunil Panikker is a business consultant specializing in customer service, operations and business strategy. He has honed his expertise over 30 years of experience, working in senior management positions, with companies having global footprints, and responsibilities that have been cross-functional & multi-locational. His blog shares the experience and expertise assimilated from managing customer experience across multiple diverse industries.
#CS: A Whole New Ballgame!
The game and rules of customer service are rapidly changing. Are your players ready and equipped to to play the new game? When we refer to...
NWD – The Missing Component of Customer Service
Adopt the “No Wrong Door” Philosophy of Singopore's Public Services to Enhance Customer Experience When you call a service helpline, one of the most dreaded (and...
Implementing Big Data: Pitfalls and Essentials
Over 90% of all the data in the world, since time began, has been created in the past 2 years. Just the gargantuan size...
Dissatisfaction is the Trigger for Change
Change is crucial. Change is the way forward.Leading change is very challenging.But even more important is coming to terms with the reason for change. These are...
Is your Value Proposition aligned to your Customer’s Value Perception?
While the customer value perception is what they want, your value proposition is what you offer to the customer. IF you want a win-win...
Great Customer Experience is not One Big Event
I was at a meeting with some senior management professionals of an organization to discuss their rapidly dropping satisfaction ratings and spiralling customer attrition....
Don’t wrap Customer Experience around Sales alone!
Customer Experience spans the entire life-cycle of the customer. Leaving any part out impacts the entire experience. Have you noticed how almost all talk about...
Creating Customer Experience: A Fallacy
Can customer experience be the shortcut to exceptional customer service? I was at a coffee shop to meet a friend who also happened to be...
A CEO is first a CEO!
Today, the most important thing is it for a CEO to be customer centric. A Chief Executive Officer is first and foremost a Customer Experience...
Culture comes last!
Can a company build a culture without being successful? How does a company build a good culture? Is it the decision of a handful of...
Is your Service a ‘Personal’ or ‘Personalized’ Customer Experience?
Is there a difference between a Personal and Personalized Service Experience for the customer? Most companies use the word personalized when delivering a service experience and instead end...
Beware the 80:20 rule in Customer Service
Is it detrimental to focus more on the quality of service for the HNI customer? Every company has a special mandate for managing and servicing...
Is Business Ready to hand the Baton to Service?
From here on, it’s all about Service Recently, reading an article on top global CEOs, it struck me that you don’t hear of a customer...
Why does Zappos offer new recruits money to Quit?
Zappos has had a peculiar recruitment strategy wherein they pay new hires to quit. What is the method behind this madness? It seems like a...
Feedback is the Crux of Good Team Management
Positive feedback is easy. A few kind words, a pat on the back, showing the big picture to the employee and a positive feedback...
Gut Instinct is your Second Brain
Almost two decades ago, I worked for this hardcore sales driven organization, and we had got a sign-off from the CEO to take a...
Abandon Tradition for Success
Tradition has the uncanny knack of making you do the same thing repeatedly with the conviction that it is right in every circumstance. Today companies...
NextGen of Customer Service
The Henn Na Hotel (quite literally “The Weird Hotel’) in Japan, that opened recently, has robots to do most of its customer facing work....
Servitization: The Game Changer
Servitization is a word that didn’t make it to any dictionary, but is the solitary game changer of business, as we know it today. What...
Being Employed is about Personal Gain
There are no lofty righteous reasons behind seeking employment. It is purely for personal gain. If along the way, other objectives with nobler meaning...